Letters: SEPTA is improving on customer service
The article "Riders say SEPTA is improving - a little" (Jan. 11) cast a bit of light on the common criticisms of the transit agency that Philadelphians love to hate. Everyone who rides regularly has had some story of an unpleasant encounter with the sixth-largest transit agency in the country, one with more than 9,000 employees that moves 1.1 million customers each day. Shifting a huge agency out of its rut happens slowly, but data show that SEPTA has begun to make changes.
The article "Riders say SEPTA is improving - a little" (Jan. 11) cast a bit of light on the common criticisms of the transit agency that Philadelphians love to hate. Everyone who rides regularly has had some story of an unpleasant encounter with the sixth-largest transit agency in the country, one with more than 9,000 employees that moves 1.1 million customers each day. Shifting a huge agency out of its rut happens slowly, but data show that SEPTA has begun to make changes.
In 2008 the Clean Air Council commissioned a study of Philadelphians and their perceptions of SEPTA. One thousand SEPTA riders and nearly 300 nonriders were asked how the agency could improve its level of service, and the respondents echo what was shown in your article: Customers want more service. SEPTA listened. Key recommendations drawn from the survey included a smart fare system that works on all transit types in the region, an updated Web site, real-time data on train and bus arrivals, and easily accessible schedules that can be sent directly to PDAs and smart phones.
SEPTA has made improvements in all of those areas, with the exception of the smart fare system, which is scheduled to go to bid this spring.
As for fares, a hike is going to hurt the pocketbooks of those Philadelphians who depend on SEPTA. That said, we should take the fare hike with a bit of perspective - current prices are relatively cheap.
SEPTA undoubtedly has problems. But turning SEPTA into a world-class transit agency is a mammoth task that will take time. Fortunately, the wheels are turning, and SEPTA is moving toward change.
Aaron Ritz
Transportation programs coordinator, Clean Air Council
Philadelphia